Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth.

With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations.

We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology.

If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you.

The CX Enterprise Program Manager serves as the strategic architect of the partner experience, dedicated to transforming complex technical friction into high-impact product innovation. By bridging the gap between enterprise needs and product reality, they act as a proactive extension of the customer’s team—delivering domain-specific expertise and data-driven insights that ensure seamless operational health and a future-proof product roadmap.

Responsibilities:

• VoC Representation: Act as the primary representative of the customer in internal product and roadmap discussions.
• Domain Expertise: Diagnose and resolve technical issues with a deep understanding of specific business domains (Accounting, Owners, and RM; or Billing, Res Pays, Guesty Pay, and Financials).
• White-Glove Support: Oversee the ticket lifecycle to ensure SLAs are met with the highest quality of care, including direct handling of urgent tickets.
• Embedded Onboarding: Partner with the Onboarding team to ensure technical nuances are addressed early in the customer journey.
• Knowledge Management: Pre-prepare training materials and documentation for new feature launches to ensure customer self-sufficiency.
• Friction Analysis: Track the "Why" behind tickets to identify if challenges are due to bugs, UX gaps, or training needs.
• Cross-Functional Collaboration: Work with Onboarding, Customer Success, Product, and other teams to ensure friction analysis results in code changes or process improvements.
• Escalation & Churn Mitigation: Serve as the PoC for escalations, creating trackers and teaming up with other Customer Facing teams.

Requirements

• 2+ years of hands-on experience in a similar CX, CSM or Program Management role - Must
• Ability to work US hours.
• High proficiency in English (reading, speaking & writing) - Must!
• Experience in AI methodology and tools in the CX world. An advantage
• Experience working with Zendesk, Tableau/PowerBI, Monday, JIRA, Salesforce, or similar. - Must
• Bachelor's degree in Computer Science, Business Administration, or a related field.
• Ability to extract actionable insights from large data sets, create impactful visualizations, make decisions, and tell compelling stories through data.
• Tech-oriented. Resourceful and innovative thinker with the ability to solve problems and execute tasks in a fast-growing company.
• Exceptional interpersonal and communication skills to collaborate effectively with diverse internal and external stakeholders.
• Ability to thrive in a fast-paced and dynamic work environment, with a strong sense of accountability and adaptability.

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.